At PetSafe Store, we want you and your furry friends to be completely satisfied with every purchase. If you’re not happy with an item, we’re here to help with our straightforward returns and exchanges process.

Quick Facts:

  • Return Window: 15 days from delivery date
  • Return Shipping: Customer responsibility (except for defective items)
  • Refund Method: Original payment method
  • Processing Time: 3-5 business days after we receive your return

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

  • Unused and in its original condition
  • In the original packaging with all tags attached
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened or used cat litter boxes and supplies
  • Personalized or custom pet collars and harnesses
  • Opened packages of dog treats and chews
  • Used pet bedding and furniture covers

How to Return an Item

Step 1: Initiate Your Return

Email our customer service team at [email protected] within 15 days of receiving your order with the following information:

Subject: Return Request – Order #[Your Order Number] Dear PetSafe Store Team, I would like to request a return for the following item(s): Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return: [Reason – e.g., Wrong Size, Defective, etc.] Please advise on next steps. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Step 2: Wait for Approval

Our team will respond within 1-2 business days with:

  • Return authorization (if approved)
  • Return shipping instructions
  • Return address (based on your location)

Step 3: Package and Ship Your Return

Once approved:

  1. Securely package the item(s) in the original packaging
  2. Include all original accessories and documentation
  3. Print and include the return authorization form we provide
  4. Ship using a trackable method (we recommend insurance for valuable items)

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Refunded to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Amount: Original purchase price minus any shipping costs (unless return is due to our error)

Note: It may take additional time for your bank or credit card company to post the refund to your account.

Exchanges

For exchanges (size, color, or model changes):

  1. Follow the same return process above
  2. Clearly state in your email that you want an exchange and specify the replacement item
  3. We’ll process the exchange once we receive your return

If the exchange item costs more, you’ll need to pay the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 3 days of delivery
  • Include photos of the damage/defect
  • We’ll arrange for a replacement or refund and cover return shipping costs

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any customs fees
  • We recommend using the original shipping carrier (DHL, FedEx, or EMS)
  • Refunds will be issued in USD and may be subject to currency fluctuations

Need Help? Our pet-loving customer service team is happy to assist with any return questions. Email us at [email protected] or call us during business hours.

Thank you for shopping at PetSafe Store – where your pet’s safety and your satisfaction are our top priorities!